Matt L.

Experience

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  Global Response

  Sept 2005 - May 2008

  Customer Service Representative

  Assisted customers in purchasing merchandise, accepted payments, and resolved account inquires; accurately interpreted customers’ problems and offered best solution; and handled customer complaints with diplomacy and efficiency.

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  Douglas, Leavy, & Associates

  Jun 2008 - Jun 2009

  Surveyor

  Worked in a team to mark property boundaries and record the information on plans and maps, measure the size and shape of an area of land, stakeout structures, take elevations, make the layout for contractors and sub-contractors, pound/bull-pin wooden stakes into the ground as notification for contractors and sub-contractors.

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  US Passport Services

  Apr 2010 - Nov 2012

  Supervisor/Case Manager

  Efficiently managed a diverse group of 5-10 employees; assisted clients with resolving inquiries and assisting them in making sure they have the correct documentation needed to get a passport. Upselling clients’ services as needed to accommodate departure dates; accurately interpreted customers’ problems and offer the best solution; and handle customer complaints with diplomacy and efficiency.

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  Expedited Docs Co

  Dec 2012 - May 2014

  Lead/Senior Case Manager

  Assisted coworkers and clients with resolving inquiries and assisting them in making sure they have the correct documentation needed to get a passport quickly; upselling/cross-selling clients’ services as needed to accommodate departure dates and destinations. Accurately interpreted customers’ problems and offer the best solution; and handled customer complaints with diplomacy and efficiency.

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  Teleperformance, USA

  Jul 2014 - May 2016

  Technical Support Specialist (McGraw-Hill)

  Responded to inquiries from college students, teachers, and school and district admins via phone, email, and chat. Gathered and recorded detailed customer information, assisted in problem identification, and provided technically accurate solutions. Ensured that all communications were handled promptly, professionally, and courteously to support requests. Worked with Escalation Management and Department Resources using Salesforce and JIRA to resolve escalated customer concerns. Was promoted to the Top Accounts team, which was the white glove top tier helping the biggest accounts. Show less

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  Holiday Inn Club Vacations

  Jun 2016 - Apr 2017

  Inbound Sales Specialist

  • Sold vacation packages to qualified leads over the phone.• Delivered prepared sales scripts to persuade potential customers to purchase vacation packages.• Consistently ranked among the top performers in conversion percentage, demonstrating strong sales skills and the ability to effectively connect with customers and close deals.

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  Spectrum

  Apr 2017 - Mar 2018

  Mentor/Senior Technical Support Specialist

  • Helped train, coach, and develop new hires. Assisted with the nesting process of new hires.• Provided new hires with important information and resources during the training process.• Provided residential customers high-level technical support for Spectrum Internet and Home Phone.• Responded to network problems and stability concerns. Proactively utilized all diagnostic and monitoring tools available to ensure uninterrupted service for all customers.• Scheduled technicians to go to customers’ homes if we couldn’t fix issues over the phone. Show less

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  Randstad USA

  Mar 2018 - Dec 2018

  Customer Service Supervisor

  • Directed up to 20 employees; dealt with performance management, quality assurance, attendance, and development. Responsible for juggling multiple priorities in a fast-paced team environment.• Developed and maintained a highly engaged team. Situational leadership style with the ability tobalance empathy and authority. Managed partners’ expectations- candidates seeking fulfilling work,and clients demanding quality talent.• Balanced candidate recruiting with customer retention and business development efforts. Collaborated with my peers to enhance work processes, brainstormed ways to recruit candidates, and participated in recruiting.• Created and maintained a collaborative relationship with the client where I directly managed the client's staffing delivery expectations. Delivering excellent customer service & responsive client communication. Show less

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  SunTrust

  Feb 2019 - Dec 2019

  Mortgage Customer Care Representative

  • Supported clients with mortgage servicing inquiries and identified opportunities for cross-sellingbanking products.• Resolved customer issues with professionalism and efficiency, ensuring client satisfaction.

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  Houghton Mifflin Harcourt

  Jan 2020 - Nov 2024

  Senior Technical Support Specialist/Customer Service Specialist

  • Responded to inquiries from corporate customers, resellers, partners, consultants, development, and maintenance teams via phone, email, and chat.• Worked with Escalation Management and the Engineering Department using JIRA to resolve escalated customer concerns. Participated in projects to acquire and maintain knowledge of relevant products.• Assisted the company in a Digital-First approach and created new policies & procedures to assist the department in adopting a forward-thinking mindset.• Gathered and recorded detailed customer information using Salesforce, assisted in problem identification, and provided technically accurate solutions. Ensured all communications were handled promptly, professionally, and courteously to support requests. Show less

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  Bosch USA

  Apr 2025 - now

  Technical Support Specialist/Customer Service Specialist

  * Respond to service requests, incidents and reported issues within the set SLAs.* Field incoming requests made to the Service Desk via phone queue, e-mail, and ITSM ticketing system to ensure courteous, timely, and efficient resolution for the customer.* Resolve routine problems and escalate non-routine problems to the next tier level.* Work independently on resolving incidents and escalate complaints to upper management. * Collaborate with team members to resolve issues where appropriate and contribute to a friendly, helpful environment .* Performs other related duties as assigned. Show less